Airbnb owes me money after I paid for an accommodation that was infested with ****roaches.

I desperately need help with getting my full refund from Airbnb. I surfed the app on the 28th of December 2020 to book accommodation for 4 days from the 29th to the 2nd January and it cost me R11 179,52. The place is deemed Lush Luxe and falls under that category. I arrived on the house located in Milnerton rural in Cape Town at 19:50 at night. I called the host for the keys and directions, she arrived 20 mins later to open the house up and show me around and hand the house keys over. I was with my husband and three kids. We got in the house and vowed it and we just put out a 1 bag of luggage and went to look for a place to buy dinner. We came back at around 21:00 with the food, my husband and kids ate ad I was taking out luggages from the car so we can prepare for bed. My husband called me to show me a scene of ****roaches all over the kitchen counter, I go back to the bedroom to get the phone and call the ‘host’ ad Airbnb calls them and tell her to please come back and witness the ****roaches and that I am moving out immediately as the ****roaches are quick to infest and multiply. She told me she will call back, I waited a further 40mins with Bon call back, I realised she is playing for time and it got very late. I called her back and she told me she is sorry I must just dust off ****roaches and sleep she is very far away she will see me in the morning. I told her ****roaches are even on the beds and I will not be staying at the house can she come witness this and take the keys back. She refused to come saying she is 45mins away. I left the place with her keys to look for accommodation and congaed Airbnb to report the problem and request a refund as I became stranded at wee hours of the morning with kids trying to scuffle for money to pay again for accommodation. Airbnb bot response is that I must first fix the issues with the host before it can get involved. The host suggested dust off the ****roaches and sleep I will see you in the morning! I went back to Airbnb to further complain and requested the full refund to getting a message response from one correspondent who claimed they will help but they are out of office for two days! I continued to be stranded and borrow money to pay for the other place for the rest of 4days trip. Still to date I have not received any directions from Airbnb about getting my money back. I today got a message from the app asking me how can they help after I have immediately complained about the issues and loaded the pictures of ****roaches and submitted what’s app communication from the host for Airbnb to only forward me to another correspondent who says to me she is still waiting on the response from the host as they have sent her the email! Hello Peter, I need the help with getting my money back from Airbnb.